Please I need some help, Vodafone is scamming me.

[Eris1]

Hello,

Please I need some help, I honestely don't know what else to do. I am so sorry but I don't speak any German so I really hope someone could help me in English.

My story is the following. I lived in Germany for a little longer than 2 years. 

In December 2016, I signed a contract with vodafone.de for 2 years. The contract was for a phone plan + 2 devices. It was around 65 euro per month. 

In April 2017 vodafone sales rep. called me and offered me 10GB extra on my plan for 10 euro per month. So I started paying around 75 euro per month. Now that amount of 75 euro I was supposed to pay until december 2018 and from December 2018 until April 2019 I was supposed to pay a lower price. That is because after December 2018 I would fully repay the devices and have only the phone plan. Before leaving the country I emailed and POSTED mails with a KUNDIGUNG. I received an email and it said that my kundigung was received, plus I also spoke on the phone many times with vodafone representatives. They all said it's fine. Now for the last 2 months December and January instead of having it lower. I pay 90+ euros per month. I don't know even know why. For the last 4 months I haven't even used my sim card. Can someone help me, how can I break free from this company? Are they scamming people like that all the time??

[Eris1]

Just to add a few things so that everyone understands. 

From DECEMBER 2016  ---> DECEMBER 2018   should be 65-70 euro (because that includes the devices)

From December 2018 ---> April 2019 should be less, at least half of what I pay, around 30-35 euro per month because devices are repaid. 

Instead I get charged 2 months in a row 92 euros. That's for december and January. Keep in mind that the sim card is not used. No extra calls or excessive data usage is the case. 

This is the email I received from vodafone for the kundigung. It's a copy paste. If you need more details I can provide them 

"Ihre Kündigung  

Lieber Eris A*********,   den Eingang Ihrer Kündigung des Vertrags mit der Kundennummer xxxx zur Rufnummer 0173******** haben wir zur Kenntnis genommen. Es tut uns leid, dass Sie wechseln wollen. Wir respektieren natürlich Ihren Wunsch zur Beendigung Ihres Vertrags. Er endet fristgerecht am 14.05.2019. 

Sie bekommen Ihre Abschluss-Rechnung per Post erst nach diesem Termin. Den Basispreis berechnen wir nur anteilig.

Wir möchten Sie als Kunden nicht verlieren. Deshalb haben wir ein einzigartiges Angebot. Nur für Sie: Ein Top-Smartphone mit besonders günstigem Tarif. Rufen Sie uns einfach innerhalb der nächsten 5 Werktage kostenlos an, unter 

0800 505 45 04 Montag bis Sonntag 8.00 bis 22.00 Uhr

Wir freuen uns, wenn Sie Ihre Entscheidung nochmal überdenken. Sie sind bei uns jederzeit herzlich willkommen. 

Freundliche Grüße
Ihr Vodafone-Team 

Edit: Please don't post personal info like f.e. your customernumber. If neccessary a moderator will get in touch with you & request a private message with further details. Please be patient. Best regards. Andre


Wenn Sie keine Werbung von uns bekommen möchten, können Sie jederzeit per E-Mail an kontakt@vodafone.com oder postalisch bei dieser Adresse widersprechen: Vodafone GmbH Kundenbetreuung, 40875 Ratingen"

[HeikeF]

Hi Eris1,

you write here because you want help with your concern. Fine.

But you also accuse us of fraud.Very clever if you want an accommodating solution from us.

I think the option you booked in addition to your contract has a duration of 24 months. This will extend the contract by exactly this time.

Regards

Heike

[Eris1]

Hello Heike,

You are right, let's try and solve the issue as you suggested, since you clearly believe I falsly accuse the company and it's representatives. 

First of all allow me to say that in all the services and contracts that I ever used and signed, this experience with Vodafone was the WORST. I will explain why. 

Let's start with the home Internet (KABEL as you call it) story. I signed a contract in Ausgburg, at some point I had to move to Munich. When I visited an official Vodafone shop (which I remind you is your official represantative). The personel over there assured me that they would do the transfer and that my old Kabel line will be automatically terminated and that I will simply have to sign a new contract. Well guess what, it never got cancelled, I kept on getting charged for months for 2 contracts, everytime I would contact vodafone they would send me to the shop, I'd go to the shop and they'd tell me to contact vodafone customer service. I was double  charged for several months before that problem could be solved. I NEVER got a refund for that. 

Now the mobile contract story. In December of 2016 I signed a 24 month contract of data plan + 2 devices. It was supposed to end in December 2018.

Now sometime in MAY 2017 I receive a call from Vodafone. That was my biggest mistake that I trusted your represantive on the phone. I got an offer to sign a new contract, the guy on the phone actually claimed that if I signed the new contract I would actually get a discount of 10 euro per month because I agree to renew the contract for 24 months starting that day. Also he SAID CLEARLY that on december of 2018 the price would drop because I will have full 24 months of full payment for my devices. Now after December 2018 until May 2019 the remaining 5 months I was supposed to pay a lower price, only for the data plan.

Well guess what? Not only the full price didn't dropped on December 2018, instead they increased it from 70 something euro that I was paying, to 92 euro that I am charged now. Needless to say I never got the 10 euro discount that I was promised. So can you explain to me why that happened?

The only thing that I get from Vodafone is, "please you have to wait", "it's not our fault", "sorry we can do nothing". Not a single solution or help. You just don't care as long as you over charge people and receive your money. Is that the official policy of the company?

If you don't believe me, please go to your records and find the recorded voice file from MAY 2017 when your Vodafone sales rep. called me and we did the new contract deal. Just listen to it, listen to what I was promised and then check what I actually got and paid and keep paying for some reason. It's not only about money, it's about principle.

I want a solution to my problem. I want the price for the remaining months from December 2018 until May 2019 to drop as were promised. I want to get back my money for the overcharges, both mobile and home Kabel.

If you are unable to find a solution for me, I will be forced to take a different approach. I would like to receive the original recording through which the contract extension happened on May of 2017. I do know my rights, and I know that you have to provide it if requested. Provide me with a link or send it to my email adress. 

I also have to inform you that I will be forced to go to  the customer protection lawyers. I will demand my money back through them. I will never do business again with you, in any country. And of course you will receive the worst possible reviews and feedback across social media and not only. 

Your sales represantative manipulated and lied about the contract terms when we talked on the phone. There is a recording of it, you can check it, it was done in english. There's absolutely 0 excuse. The same can be said about the Vodafone shop represantatives that I talked with for my Kabel internet contract.

I am waiting for an official response on the matter. Enough is enough. As I said now it's a matter of principle. Please forward this post to your superiors if you're unable to take actions yourself.

Thank you very much 
Eris,

[HeikeF]

Hallo Eris,

I understand that you're upset. But why, you write to me if you don't even want to hear my suggested solution.

Since your interest in a solution does not seem to be a priority,

If you wish a solution, please write a short info without further accusation, what you would like to have now concretely and I write you, what I can offer you.

Please refrain from further threats of any kind, because they are not effective.

Regards

Heike